Feedback re: wpmudev chat support

Recently, I waited 45 mins. for the Moderator to get to the question I posted before giving up and exiting; therefore, I am submitting the following suggestions for your review and consideration.

1) If possible, develop a ticketing system for complicated, involved questions/solutions. This could develop into an additional 'premium' service (i.e., a level between general user support and custom design service)

2) Post a "Chat" policy; i.e., Use forums for questions that need detailed answers, and use Chat for short answers.